The latest YouGov survey for uSwitch has revealed that over a quarter of all UK broadband customers are unhappy with their service. Further more; the level of satisfaction has dropped by an average of 10% since the previous survey in March 2006.
Last year’s introduction of "free" broadband and any problems that ensued have a lot to answer for, but there are other reasons too:
Chris Frost, uSwitch.com's communications expert, states: "Unlike last year's survey when providers were, in many cases, simply overwhelmed by demand, this year the problems are more technical."
uSwitch.com sighted the growing frequency of connection problems and service interruptions as being among the biggest reasons for a fall in satisfaction levels. Thankfully some ISP's have improved, with PlusNet seeing a surprising turn around over last year to come top with a 78% satisfaction rating.
The same can not be said for others, with Orange continuing its hold at the BOTTOM of the pack on 65%, closely followed by TalkTalk on 69%. Tiscali wasn't far off the bottom either, although it's home phone service managed to do a significantly better job with 87% of customers satisfied. Meanwhile Sky tied with Virgin Media for 76%.
It had been hoped that Ofcom's new broadband ADSL migration code (MAC) rules would cause ISP's to improve service quality through a fear of customer loss. Unfortunately this does not appear to have transpired, yet.
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